Senior Employee Support Analyst

Morningstar; Mumbai City; Hybrid; INR 1,500,000 - 2,200,000; Full time

Benefits offered by this job

Hybrid work model

In-office 4 days a week

Job summary

Morningstar in Mumbai (Vashi, Navi Mumbai) is seeking a Senior Employee Support Analyst to support a diverse set of products and services within an agile cross-functional team. The role involves owning production issues, providing end-user frictionless experiences, and collaborating with North America and Mumbai teams to modernize our products.

You will handle end-user communications via email, chat, and ticketing, contribute to the knowledge base, and drive improvements in toolchain and

Qualifications

• Bachelor’s degree in computer science or related field.
• 3+ years of experience in Application Production L1 & L2 support.
• Ability to work independently and manage time and multiple concurrent priorities.
• Ability to collaborate successfully with team members.
• Excellent troubleshooting skills.
• Knowledge of SLA management, incident management, service requests, and monitoring.
• Experience with service desk tools such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk.
• Knowledge of technologies such as .NET, Python, AWS, JavaScript, or JavaScript frameworks.
• Ability to debug SQL Queries and stored procedures in RDBMS.
• Excellent communication skills – verbal, listening, reading, writing.
• Ability to work with multiple teams including end users, release managers, and development teams.
• Availability to work on rotation shifts between NA and Australian shifts.

Responsibilities

• Support a diverse set of products and services; apply technical knowledge to assist end-users and stakeholders.
• Research to identify issues; provide timely resolution and communicate outcomes.
• Communicate complex information clearly via email, chat, ticketing, and bridge calls.
• Contribute to knowledge base for end-users and support analysts.
• Make software improvement recommendations to enhance user experience and autonomy.
• Track, evaluate, and determine resolution approaches for credit products and data issues.
• Demonstrate ownership of issues in the product queue with timely updates.
• Articulate the value of the product and act as a subject matter expert when needed.
• Think strategically about client requirements, problem-solving, and project management.

Skills

L1/L2 support

SQL debugging

Cross-team collaboration

Communication skills

Education

BSc in CS

Tools

BMC Remedy

ServiceNow

JIRA

Redmine

CA Service Desk

Job description

Role: Senior Employee Support Analyst

Location: Vashi, Navi Mumbai (4 days working from office)

Shift: General Shift (10:00am to 7:00pm)

As an Senior Employee Support Analyst, you will support a diverse set of Products and Services within an agile cross-functional product development team. Feedback and input from Employee Support Analyst will be key to modernizing and building better products. A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role. The team is passionate about keeping our systems modern, reusable, and maintainable. You will be shaping the future of DBRS Morningstar’s Products and helping to make DBRS Morningstar a technology-first environment. The role will work with team members in North America and Mumbai and support DBRS Morningstar’s global offices.

Responsibilities

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders
• Research to identify issues; provide the timely resolution, and communication of outcomes to all appropriate team members.
• Communicate to effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.
• Contribute to knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues.
• Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and project management skills

Qualifications

• A bachelor’s degree in computer science or related field
• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
• Ability to work independently and manage time and multiple concurrent priorities
• Ability to collaborate successfully with team members
• Excellent troubleshooting skills
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service
• Desk etc.
• knowledge of technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework
• Ability to debug SQL Queries and Stored Procedures in a relational database management system (RDBMS).
• Excellent communication skills – verbal, listening, reading, writing
• Work with multiple teams – end users, functional teams, release manager, development team.
• Availability to work on rotation shifts between NA American & Australian shifts

Nice to haves

• Demonstrated domain knowledge in financial/investment data, and/or analytics
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Morningstar is an equal opportunity employer.

Morningstar’s hybrid work environment gives you the opportunity to collaborate in-person each week as we’ve found that we’re at our best when we’re purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.

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